GDPR, LGPD, CCPA, … Ever heard of these acronyms? Starting in 2018 in Europe with the General Data Protection Regulation (GDPR), many other countries have passed laws to protect your privacy and your personal data. The LGPD in Brazil or the CCPA in California are among those laws and will come into force in 2020.
As customers, all of us have had at least one support experience that made us go ‘it’s really unfair that I had to go through so much to get this issue resolved’. For instance, when I tried to get help with fixing my washing machine, I was redirected from one team to another and I had to go over the details of my problem a dozen times before a rep was assigned.
If your job is to manage an end-user or customer support organization, one thing you really need a handle on is the flow of support emails into, and out of, your department. You need to be sure that you are capturing all incoming tickets, as well as all responses on those tickets. You also need to be able to audit all outgoing email sent by your team and the messages on conversations they are having with customers.
Gone are the days when employers and employees had to be in the same physical location in order to be able to work effectively and achieve all of their goals. Today, more and more organizations are allowing their employees to work remotely, not to mention that they hire entire international teams, with employees spread all around the world. There are a lot of studies showing that allowing employees to work remotely can lead to much higher levels of efficiency and productivity.
The most common reason for getting in contact with a company’s Customer Support is that you’re facing a problem. Your Customer Support team regularly engages with customers in an extremely critical phase – when they are not satisfied. Your agents’ ability to turn their mood around is going to have a significant effect on your business performance.
Did you know that more than two-thirds of marketers believe companies mainly compete via customer service? To attract and retain loyal customers, businesses must deliver outstanding customer support. Is your customer support team as productive as it could be? In this post, we’re going to dig into the science-backed communication concepts that underpin excellent customer service.
If a journey of a thousand miles begins with a single step, a customer’s journey could begin at a myriad of touchpoints from every possible direction. It’s dizzying, but because customer experience is a key differentiator, it’s more important than ever to have a holistic understanding of the customer’s journey from every new touchpoint — across the entire organization. The different parts of your organization need to understand each other.
We live in a more connected world than ever before. 90% of consumers have and use multiple devices to complete everyday tasks (including shopping) so having just a great in-store experience, or a killer website is no longer enough. In 2019, you have to provide a consistently excellent experience on all channels to win over the connected customer. However, the effort is worth it, as the rewards are great.
What is service culture, exactly? Is it a templated approach to customer service that support teams take? No, it isn’t as simple as that. Service culture is a sustainable organizational culture that bridges the void between workplace culture and customer-centricity. It encourages a collective effort from customer-facing teams across your company to inherently prioritize customers.
